Kim-Fay Return & Refund Policy

At Kim-Fay, we strive to ensure that every purchase brings you satisfaction. We follow a strict quality control process, so you can be confident that the items we send meet high standards.

Return Policy

You may initiate a return within 7 days of delivery or collection for valid reasons or a change of mind. Items must be returned within 7 days for a full refund or credit note.

Refunds will be processed within 7-14 days from the date of return, depending on the payment method used.

Conditions for Return

Acceptable Reasons for Returns

You may return items for the following reasons:

• Incorrect Items: Products that do not match your order.
• Damaged or Defective Items: Any items that are faulty or defective.
• Incomplete Orders: If the item is missing parts or accessories.
• Incorrect Size or Color: If you ordered the wrong size or color.
• Counterfeit Items: If the product is found to be counterfeit.

For damaged, defective, or incorrect items, please notify us within 24 hours of receiving your order to expedite the return process.

Option 1: Change of Mind Policy

We understand that sometimes you may change your mind. Returns for change of mind are accepted if:

• The package is still sealed, and the product is unused and unaltered.
• The product is returned within 7 days of receipt.

However, certain items cannot be returned for hygiene and security reasons, including:

• Swimwear, underwear, lingerie, earrings, cosmetics, fragrances, food supplements, software, tickets, and adult products, unless the packaging is still sealed and unopened.

Option 2: Restrictions on Returns

Unfortunately, we do not accept returns for:

• Opened or used items (unless defective).
• Purchases made in error or change of mind after the product has been opened.

Return Instructions

1. Return Window: Returns must be initiated within 7 days of receiving your item. Items must be returned within 7 days.
2. Condition: The product must be returned in its original, unopened packaging to be eligible for a refund or exchange.
3. Refunds/Credit Notes:
   • Refunds will be processed using your original payment method (mobile money, bank card, or store credit).
   • Credit notes will be issued if you opted for one.

Refund Process

• Mobile Money Payments: Refunds will be credited to your mobile account within 7 – 21 Days.
• Bank Card Payments: Refunds may take 3-5 business days to reflect in your account.
• Voucher Payments: A refund voucher will be promptly issued, and you will receive an email with the voucher code.

Faster Processing

For quicker reimbursement, we recommend dropping off your return at our office. The refund will be credited back to your original payment source.

Refund Eligibility

• Refund requests will only be processed within 48 hours of receiving your order.
• Returns are expected within 7 days from the receipt of your item.
• A refund or credit note will only be issued if the item is in its original, unopened packaging and meets the conditions outlined above.

Contact Us

For any inquiries, feel free to:

• Call our assistance center at +254709892000.
• Email us at customercare@kimfay.com.
• Chat with our customer support representatives via our online chat feature.

Your satisfaction is our priority! Refunds will be processed within 1 business day for authorized returns. Please note that the final reversal into your account will depend on the payment provider’s refund policy.